AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.35

2.4 Rating 1,130 Reviews

34 %

of reviewers recommend AXA Insurance

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2.4

Based on 1,130 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5

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AXA Insurance 1 star review on 20th October 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Did EVERYTHING they could to refuse a legitimate claim, On holiday, a bag containing my 7 month old daughters belongings was taken from a hotel lobby, When speaking to the claim department i was once not clear about the bags being within reach, and was talking generally about the theft, which they then took as their excuse to refuse the claim.. throughout the process the made me feel terrible, be warned they will do ANYTHING to avoid supporting you in the event of an accident, I am considering taking the matter to court.”

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Posted 8 years ago

“We are now without a car after a woman drove into the back of ours that was parked up.we got paid not enough to buy another.we have got a bill from kwikfit insurance for £740 because axa have not told them the claim was non fault and has been settled.Why? because they can't be botherd to let them know. We have been bullied into taking a payment that we didn't want all we wanted was our car back fixed but since it's not our fault we have no say.Really not good but thats AXA take the money and shut up attitude”

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Posted 8 years ago

“Don't answer to emails although they say this is their prefered contact method. To speak to them I have had to wait on the line for at least 30 mins + every times (4 times so far!!)”

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Posted 8 years ago

“Total joke of an insurance company avoid with all costs the hidden excess charges for sub catagories that they don't tell you about”

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Posted 8 years ago

“a combined 90 minutes waiting for an agent to answer on 03300241305 and nobody did”

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Posted 8 years ago

“Worst customer service ever. If you have any question which means they have to spend money they put you on hold and you go back to the start of the process. I think criminal, going to trading standards.”

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Posted 8 years ago

“Absolutely shocking service!! I will NEVER insure with AXA again and advise anyone else to go elsewhere. Any insurer must be better than this one!! Dreadful service. I can't even get hold of them in an emergency.”

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Posted 8 years ago

“they told us after a driver had hit our parked car we could get it repaird no matter what as long as it would be safe. 3 weeks later they want to write it of because the fix firm has given an inflated quote and theyu are not even paying for the repair. The people we have talked to don't seem to know anything, wre have a LPG dual fuel car and this AXA person asked if we had hard evidance of the LPG??? Like the DVLA make things up. Will never use any company that deals with these clowns again”

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Posted 8 years ago

“I have been with AXA for my car insurance and other insurances and when it comes to renewal, the increases are much greater than for competitive companies. I phoned up and they offered to see if they could reduce the quote. This was a repeat of what happpened last year. I find this approach totally unethical and they are playing on vulnerable and trusting people. I think the only way to defeat this practice is to switch.”

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Posted 8 years ago

“I will never insure with this bunch of cowboys. My wife had a accident in my car and I reported the following day to the out of hours claims line (it was a weekend). Monday no call. Phoned again two weeks later as still no call to be told that no claim has been logged but I would get a call from the claims team within 24 hours. Guess what, no call!!! Called a third time but spoke to customer services who told me that no claim had been logged and would put a call back request outlining the problem. Again no call. I have now cancelled my Dad's renewal with them and won't be renewing my policy when it is due.”

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Posted 8 years ago

“Claims are not handled promptly, took more than 9 months after several complaints for someone to look into, customer service call wait time are extremely long, emails are replied with automated replies.”

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Posted 8 years ago

“This is the worse insurance company - l have ever experience. Please do not go with this company as the stress this has cause me left me in tears/staff don't care about customers/left me hanging on the phone for hours on end/you paying for the calls. I had accident nearly two weeks ago waiting for a call back never happened. Put a complaint in to Amanda/Karine Thursday it's now Tuesday notting was done, l had to phoned again today was told she will look into this, l am now waiting for a call back, let's see if the will get back. Spoke to Jiany Thursday then passed me on to someone else this was the wong department then l was passed back to Jiany (l was told by Friday if l didn't get a call back, send her email which she gave me. I email her Friday at 16.30 did l get a reply no.... it's now Tuesday. I don't know how this company is still in business..... please do not go with them as you will make the same mistake as l did. Don't go on the cheap quote you get from them!! Tracy”

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Posted 8 years ago

“Helpline too busy to take calls. Declining claim, because I did not contact "helpline" afterwards.”

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Posted 8 years ago

“Go with someone else. I took out the travel insurance with them for my 3 week holiday in far Indonesia. During the first week of the trip I had serious, but controlled health issues. I needed to come back home, but since it's costly to re-book a flight I wanted some guidance of how to do it, to be able to claim the money back. Also I needed some guidance on where and how to get medical help. I was in a really remote place and had no phone signal. But I had internet access, hence decided to send an email to AXA to an email address that was right next to the emergency number (travel.help@axa...). It took them 2 WEEKS TO RESPOND to my email! After coming back I sent a complain to AXA, and spoke with their representative on the phone, who said she would do the same in my situation, but it's a sales email address (on the policy schedule, next to the emergency number, starting travel.help@!!!!). She raised a complain that will take 40 days (!) for any response from them, and is unlikely to give me anything. It's worth mentioning that, the same day I sent my email to AXA, I contacted Emirate Airlines to get some guidance on re-booking the flight. I got onto a 24/7 live chat with them and within 30min I had all the information. That's what you call a customer service, and Emirates don't even deal with health/life issues like AXA.”

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Posted 8 years ago

“They stopped taking the direct debit and then cancelled my policy. And there response was I should of checked if it was coming out. Disgusting service I should check if it's coming out I'm.sure that's there job to take THERE money.”

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Posted 8 years ago

“AXA probably the worst insurance company in existence. I booked a hire car for my arrival in England and paid for both the rental and the insurance. The names that came up were Cartrawler, another very bad company and AXA. My insurance documents were sent to me by email in Spanish. I replied to the sender requesting they be sent again but in English, I also requested a receipt for my payments. The reply I got said that this site is only for sending emails and cannot receive them. I telephoned AXA here in Spain but no-one there could speak English. I did try to tell them that I had insurance with them but they were not interested. I strongly recommend, stay well away from both Cartrawler and AXA. It took me two days on the telephone and internet before I managed to speak to someone who could help.”

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Posted 8 years ago

“AXA assistance home emergency cover are possibly the most inept company i have ever had the misfortune to deal with..I have had 2 very simple jobs (a blocked sink and a gas boiler that doesn't work) i have been without heating and water for 2 weeks now. I have paid for 2 hours labour when the job took 20 minutes (still got problem). How the Halifax Building Society associate themselves with AXA home emergency cover is beyond me. I want Everyone to know how bad they are, and if offered their EMERGENCY ASSISTANCE, think twice before you use them. THEY ARE NOT FIT FOR PURPOSE...”

Helpful Report

Posted 8 years ago

“I was notified in February this year that I had been in an accident in January 2017. Wrong! I had definitely NOT been in any accident at all. It turns out it was in an area where I've never ever been. I wasn't told where this accident (or incident as they kept referring it to) had happened until the following day. AXA told me that they had contacted the other insurers who said that It 'sounded like the same car!!! Never mind confirming the correct vehicle registration number. I kept denying this claim as it definitely wasn't me but AXA asked me to send photos of my car. Therefore I sent thousands of photos from every which way but loose. I also obtained witness statements from everyone I was with at the time of the supposed incident and sent these off to AXA. Also a written statement from myself denying the incident. When I was initially told about the accident it was in an entirely different name but still my car registration. I also sent them a photo of myself as I was asked for the card part of my driving licence showing my picture. . I don't have one due to still having my original paper driving licence This makes me think it was a mix up with the reg. This notification all happened the day before my birthday and two days prior to flying to Australia. So I will never forgive AXA for a). ruining my birthday and b).ruining my holiday. As I have not heard anymore from them (not even answering the phone ) even though I was given the name and email address of the claim handler.I have asked for an apology from AXA.p as I was made to feel guilty until proven innocent. To date I have not heard anything. My renewal is due any day so I will hopefully receive that notification and they will quickly receive my reply. No way. I will never go with AXA again.”

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Posted 8 years ago

“Because im an mechanic, i cant insure a van. they are discriminating people because of their profession. Think twice before you choose axa insurance.”

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Posted 8 years ago

“A minor damage happened on JAN and the opposite driver committed the whole liability. As the insurer's arrangement. I sent the car to the garage. I waited 1 month without response, I called customer service and they told me they will arrange the repair and call me back in 2-3 days, I waited another 1 week, called customer service and told the garage reported there is no damage on my car!!!!!!!!! Then the customer service suggested me to send the picture to show the damage. After they receiving the pictures which shows the damages obviously, another 2-weeks waiting without response, I called the customer service and the i was told that the technician saw my pictures and there was no damage!!!!!!!!!!!!!!!!!!!!! A few days later, I received a letter told me this is a final decision and if I am not satisfied please escalate to the Financial Ombudsman Service. But actually, there is nothing about the what the decision is in the letter. Does it mean any claims will end up with nothing if you are insured by AXA? I called them again and the person said they will chase my case and no more response at all. Finally, I gave up dealing with this filthy insurer. However, today, after 4 month since the incident happened, I received a letter asking me to confirm to close my case!!! The management of AXA is a chaos and their staff are arbitrary and lack of training.”

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Posted 8 years ago

AXA Insurance is rated 2.4 based on 1,130 reviews